Manage Honkai Star Rail

How to cancel honkai star rail and request refunds in australia

What honkai star rail is and why you might cancel

Honkai Star Rail is a free-to-play turn-based space fantasy RPG from HoYoverse that you can download on PC (via Epic Games), iOS, and Android. The game uses cross-save technology, meaning your progress syncs across devices. Unlike traditional monthly subscriptions, Honkai Star Rail monetises through one-off in-game purchases and a 30-day recurring add-on called the Express Supply Pass, which delivers 300 Oneiric Shards upfront and 90 Stellar Jade each day you log in.

You might want to cancel your account, stop recurring purchases, or request a refund for several reasons: unexpected charges, dissatisfaction with gameplay, concerns about spending, or simply moving on to a different game. Whatever your reason, Stopee is here to guide you through the Australian cancellation process with clarity and confidence.

The express supply pass and how it charges

The Express Supply Pass is the closest thing Honkai Star Rail has to a recurring subscription. When you purchase it, you receive an immediate 300 Oneiric Shards and 90 Stellar Jade per day for 30 days. The pass auto-renews unless you actively cancel it before the renewal date. Because the pass is billed through your platform (Epic Games, Apple App Store, Google Play, or PlayStation Network), each platform has its own refund rules and cancellation procedures. Your refund eligibility depends on when you purchased the pass, how many days remain, and your platform's stated policy.

When cancellation makes sense

You should consider cancelling if you no longer enjoy the game, find yourself spending more than intended, or notice charges you did not authorise. If you purchased the Express Supply Pass by accident or believe you were charged for an item you did not receive, Australian Consumer Law protects you. Stopee recommends reviewing your transaction history first and understanding exactly what you purchased before taking next steps.

Your rights under australian consumer law

Australian Consumer Law (part of the Competition and Consumer Act 2010) gives you strong protections when you cancel digital content and services. Understanding these rights puts you in a stronger position to negotiate refunds or escalate complaints.

Digital goods refund rights in australia

Under Australian Consumer Law, if a digital item (such as Oneiric Shards or a pass) is faulty, not delivered as promised, or materially different from what was described, you have a right to a refund, replacement, or repair. This is true even if the product is marked "non-refundable" - that label does not override your statutory rights. Change-of-mind refunds are less protected; HoYoverse and platform providers can refuse a refund if you simply change your mind, but they must honour their stated refund policy.

If you have been charged repeatedly without consent, or if a pass remained active after you cancelled it, you have grounds to escalate. The Australian Competition and Consumer Commission (ACCC) and your state-based consumer protection authority are your allies if HoYoverse refuses to help.

Account deletion and data privacy

You also have the right to request deletion of your personal data under Australian Privacy Principles. If you want to cancel your Honkai Star Rail account entirely, you can request account deletion via email. Stopee advises noting that deleting your account is permanent and separate from refund requests; cancelling your pass does not delete your account, and deleting your account does not automatically stop billing if the Express Supply Pass is active.

Methods to cancel or request refunds for honkai star rail

Cancellation and refunds for Honkai Star Rail work differently depending on where you purchased and what you want to cancel. Here are the main paths.

Cancelling through your platform (Apple, google play, epic games, PlayStation)

If you purchased the Express Supply Pass via your app store or platform, your first step is to cancel the recurring billing through that platform itself, not through HoYoverse. Each platform has its own interface and timeline, so your action here is platform-specific.

Most platforms will stop future charges immediately, but refunds for the current billing cycle depend on how much time has elapsed and the platform's refund window (typically 14 to 48 hours after purchase). Stopee recommends cancelling through your platform first, as this is usually faster and more reliable than emailing HoYoverse support.

Contacting HoYoverse directly for refunds or account issues

If you did not purchase through a platform (for example, you used direct billing on PC or encountered a bug), or if you want to escalate a disputed charge, you can contact HoYoverse's English-language support team via email. HoYoverse will ask for your account details, transaction history, and a clear explanation of what went wrong.

Email responses can take 3 to 10 business days. HoYoverse is more likely to approve refunds if you can demonstrate a genuine fault (for example, currency not delivered, pass still active after cancellation, or unauthorised charges). Stopee has seen cases where users successfully recovered refunds by providing clear evidence and citing Australian Consumer Law in their request.

Step-by-step cancellation process by platform

Follow these exact steps to stop recurring charges and request refunds. Your approach depends on which platform you used to purchase.

Cancelling via apple app store (iOS)

1. Open the Apple App Store app on your iPhone or iPad.
2. Tap your profile icon (top-right corner).
3. Select Subscriptions.
4. Find Honkai Star Rail (or the Express Supply Pass subscription).
5. Tap Manage.
6. Select Cancel Subscription.
   • Apple will ask you to confirm; tap Confirm Cancellation.
   • Your pass will remain active until the current billing cycle ends.
7. For a refund, tap Report a Problem next to the transaction.
   • Select the reason (for example, "I was charged without permission" or "Item not received or delivered").
   • Provide clear detail and reference Australian Consumer Law if applicable.
   • Apple processes refund requests within 1 to 5 business days.

Pro tip: Apple's refund window for most purchases is 45 days from the date of transaction. If you cancel outside this window, mention the fault or unauthorised charge; Apple is more likely to approve refunds for genuine breaches.

Cancelling via google play store (Android)

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon (top-right).
3. Tap Manage subscriptions or Payments and subscriptions.
4. Select Subscriptions.
5. Find and tap the Honkai Star Rail subscription (Express Supply Pass).
6. Tap Cancel subscription.
   • Google will display the final billing date and the date your pass expires.
   • Confirm the cancellation.
7. For a refund, go to Order history, find the transaction, and tap Report a problem.
   • Select your reason and provide evidence or explanation.
   • Google typically responds within 1 to 3 business days.

Warning: Google Play refunds are usually granted within 48 hours of purchase if you cancel immediately. After 48 hours, refunds are discretionary and depend on your reason. If you claim a fault or unauthorised charge, provide screenshots showing the issue.

Cancelling via epic games (PC)

1. Log in to your Epic Games account at epicgames.com.
2. Click your account name (top-right) and select Account.
3. Choose Transactions or Billing.
4. Find your Honkai Star Rail purchase or subscription.
5. Click Cancel subscription or Manage recurring purchase.
   • Epic will show your next billing date; confirm cancellation.
6. To request a refund, click Help next to the transaction and select Request a refund.
   • Choose your reason and provide detail.
   • Epic Games processes refund requests within 5 to 10 business days.

Pro tip: Epic Games refunds are typically approved within 14 days of purchase if you cite a problem or change of mind. Stopee recommends mentioning that the item was faulty or not delivered as described if applicable, as this strengthens your case.

Cancelling via PlayStation network

1. Sign in to your PlayStation account on your console or at playstation.com.
2. Go to Profile > Account > Payment and subscriptions.
3. Select Subscriptions.
4. Find Honkai Star Rail and tap Manage.
5. Select Cancel subscription and confirm.
   • Your pass will remain active until the current billing cycle expires.
6. To request a refund, go to Purchase history, locate the transaction, and select Report an issue.
   • Explain your reason clearly; PlayStation typically responds within 3 to 7 business days.

Contacting HoYoverse support directly

1. Compile your evidence: screenshot your receipt or transaction ID, the purchase date, the A$ amount charged, and a description of the issue.
2. Email HoYoverse's English-language support team at hsrcs_en@hoyoverse.com.
   • Use the subject line: "Refund request for Honkai Star Rail purchase" or "Account issue and billing dispute".
3. In your email, include:
   • Your in-game username and UID (unique identifier).
   • The exact item purchased (for example, Express Supply Pass, Oneiric Shards bundle).
   • Transaction ID and date.
   • A clear, factual explanation of the problem (for example, "I was charged twice" or "The pass is still active after I cancelled").
   • Reference to Australian Consumer Law if relevant: "I believe this breaches Australian Consumer Law, which protects consumers purchasing digital goods".
4. HoYoverse will respond within 5 to 10 business days with a decision or a request for more information.
5. If HoYoverse refuses and you believe your rights have been breached, escalate to the ACCC or your state consumer protection authority.

Pro tip: Stopee has seen successful refund requests include specific detail about what was not delivered (for example, daily Stellar Jade not credited, currency lost after a refund). The clearer your evidence, the faster HoYoverse will respond.

Refund timeline and what to expect after cancellation

Cancellation and refunds follow different timelines depending on your method and reason. Understanding what happens next helps you track progress and know when to escalate.

What happens immediately after you cancel

When you cancel the Express Supply Pass through your platform, future recurring charges stop straight away. However, the pass itself remains active and playable until the current 30-day cycle ends. You will continue to receive the daily Stellar Jade login bonus during the remaining days of the cycle. Your Oneiric Shards credit (the 300 upfront) stays in your account permanently unless you spend them or a refund reversal removes them.

If you request a refund within 48 hours of purchase (Apple and Google Play) or 14 days (Epic Games and PlayStation), the platform will typically process it without asking questions. If you request after that window, platforms require a valid reason such as a fault, non-delivery, or unauthorised charge.

Refund processing and reversal of in-game items

When a refund is approved, the A$ credit returns to your original payment method or account balance within 3 to 5 business days. However, some players report that HoYoverse then automatically removes the Oneiric Shards that came with the pass. This is not a fault; it is intentional deduction to keep the in-game economy fair. Stopee advises spending the Shards before requesting a refund if you wish to keep them, though note that once a refund is approved, HoYoverse reserves the right to reverse the grant.

In rare cases, if you received daily Stellar Jade bonuses that you did not earn (because the pass was refunded), HoYoverse may attempt to deduct these from your account, potentially creating a negative balance. Contact support immediately if your balance turns negative; most support teams reverse this as a goodwill gesture.

When refunds are delayed or refused

If a refund is refused or delayed beyond 10 business days, contact your platform's customer service directly and reference your case number. Document everything: email confirmations, refund request dates, and responses. If the platform or HoYoverse continues to refuse, Stopee recommends escalating to the ACCC's consumer complaint portal or your state's Fair Work and Consumer Rights division. Australian Consumer Law is on your side if the service was faulty or not delivered.

Common mistakes and traps to avoid

Cancelling Honkai Star Rail involves several hidden pitfalls. Being aware of these mistakes now saves you frustration, wasted time, and lost money later.

Confusing account deletion with pass cancellation

The most common mistake is thinking that deleting your Honkai Star Rail account will automatically stop the Express Supply Pass from renewing. It will not. Your billing remains active until you explicitly cancel the pass through your platform or request HoYoverse to stop charges. Delete your account only if you never want to play again; cancelling the pass is separate and must be done independently.

Missing the refund window by waiting too long

Each platform has a refund window: Apple (45 days), Google Play (48 hours to 2 weeks), Epic Games (14 days), PlayStation (variable). If you wait beyond this window, platforms assume you are satisfied and refunds become discretionary. Stopee strongly advises acting within the first week of purchase if you are unhappy.

Assuming platform "non-refundable" labels are final

You may see items marked "non-refundable" on the storefront. This does not mean you cannot get a refund under Australian Consumer Law if the item was faulty or not delivered as described. Submit a refund request anyway and explain why it qualifies under consumer protection law. Platforms often approve these requests once you cite the relevant legislation.

Not keeping evidence of the transaction

Screenshots of your receipt, transaction ID, and email confirmations are your proof of purchase. Without them, HoYoverse and platforms will ask you to provide this information later, delaying your refund. Save everything before cancelling. Stopee recommends taking a screenshot of your in-game balance and any unclaimed daily rewards as well, as these show what you received.

Cancelling through the wrong channel

Emailing HoYoverse to cancel the Express Supply Pass rarely works quickly. Always cancel through your platform first (Apple, Google Play, Epic Games, or PlayStation). Only email HoYoverse for refunds or if you have a billing dispute that the platform cannot resolve.

Documentation checklist for cancellation and refunds

Before you cancel or request a refund, gather these items. A complete record strengthens your case and speeds up resolution.

• Transaction receipt or order confirmation: Screenshot or PDF from your platform showing the A$ amount, date, item name, and transaction ID.
• Email confirmations: Save any order confirmations or billing notifications from your platform or HoYoverse.
• In-game screenshots: Capture your account balance, pass status, and unclaimed rewards before cancelling.
• Date of purchase and issue date: Record exactly when you bought the item and when the problem occurred.
• Problem description: Write down exactly what went wrong: "Charged twice on the same day", "Pass remained active after cancellation", "Currency not delivered", etc.
• Platform cancellation confirmation: After you cancel through your platform, screenshot the confirmation message showing the cancellation date and final billing date.
• HoYoverse support ticket number: If you email support, note the ticket number in case you need to follow up.
• Refund status updates: Track all refund emails, including the refund approval date and expected credit date.

When to escalate and contact consumer protection authorities

If HoYoverse or your platform refuses your refund and you believe Australian Consumer Law protects you, escalate beyond customer service. Stopee recommends these steps.

Step 1: request a formal response

Email HoYoverse again with the subject "Formal refund request under Australian Consumer Law" and lay out why your case qualifies: the item was faulty, not delivered, or materially misrepresented. Cite the Competition and Consumer Act 2010. Give them 7 business days to respond in writing.

Step 2: lodge a complaint with the ACCC

If HoYoverse does not respond or refuses, submit a complaint to the Australian Competition and Consumer Commission (ACCC) at accc.gov.au. The ACCC investigates consumer complaints and can pursue enforcement action against companies breaching consumer law. Your complaint is free.

Step 3: contact your state consumer authority

Each Australian state has a Fair Work and Consumer Rights division (for example, Fair Work Ombudsman in Victoria, NSW Fair Trading, etc.). These bodies can also investigate and mediate disputes. Stopee recommends contacting both the ACCC and your state body for faster resolution.

Step 4: chargeback (credit card or bank dispute)

If you paid by credit card or debit card and all other options fail, contact your bank or card issuer and request a chargeback or dispute. Provide your refund request evidence and explain why HoYoverse refused. Your bank will investigate and may recover the funds within 30 to 60 days. Note that chargebacks should be a last resort, as they may result in your account being flagged or suspended.

Pricing and refund comparison table

Use this table to understand refund timelines and eligibility by platform.

Reviews and player experiences with refunds

Community feedback from Honkai Star Rail players reveals mixed experiences with cancellation and refunds. Most players report smooth platform cancellations but slower HoYoverse responses for disputes. Here is what players say.

Positive experiences

Players who cancelled within the first 48 hours of purchase and used their platform's refund portal consistently received refunds without question. One community post noted: "I cancelled my Express Supply Pass on Google Play the next day and got the refund instantly." Another player praised Apple's refund process: "Apple refunded my pass and didn't ask why. It took two days."

Negative experiences and frustrations

Frustration arises when players expect refunds after the platform's window closes or when HoYoverse reverses the Oneiric Shards after a refund. One recurring complaint: "I got my money back but the daily rewards I already claimed weren't deducted. Then weeks later my account balance went negative." Others report confusion about whether they cancelled the pass or the account, leading to unexpected charges.

Stopee has reviewed community threads and found that clarity and speed improve dramatically when players contact support with specific evidence (receipt, transaction ID, and a clear explanation of the fault). Players who cite consumer law protections are also more likely to receive favourable responses.

Key takeaways and next steps

Cancelling Honkai Star Rail and securing refunds is straightforward if you act quickly and use the right channel. Here is your action plan.

First: If you want to stop the Express Supply Pass from renewing, cancel immediately through your platform (Apple, Google Play, Epic Games, or PlayStation). This halts future charges and takes less than two minutes.

Next: If you want a refund, submit a request within the refund window for your platform (48 hours for Google Play, up to 45 days for Apple). Provide your receipt and a brief reason.

Additionally: If a refund is refused and you believe the pass was faulty or not delivered as promised, cite Australian Consumer Law in a follow-up email to HoYoverse or your platform. Reference the Competition and Consumer Act 2010 and ask for a formal response within 7 days.

Most importantly: Keep all receipts, emails, and screenshots. Documentation is your strongest tool if the dispute escalates to the ACCC or your bank.

Cancelling Honkai Star Rail is your right, and Australian Consumer Law backs you. Stopee has helped thousands of consumers cancel games, apps, and subscriptions with confidence, and we are here to support you too. If you encounter resistance from HoYoverse or your platform, use the escalation steps in this guide and remember that consumer protection authorities exist to enforce your rights.

Contact information for HoYoverse support

Email: hsrcs_en@hoyoverse.com

What to include: Your UID, in-game username, transaction ID, purchase date, and a clear description of your issue.

Response time: 5 to 10 business days.

Australian consumer protection contacts

Australian Competition and Consumer Commission (ACCC): accc.gov.au or call 1300 302 502.

State fair trading office: Search "[Your state] Fair Trading" or contact your state's consumer protection authority directly.

Stopee is committed to empowering Australian consumers with clear, actionable guidance on cancellations and refunds. Use this guide as your reference, trust your rights, and take control of your account today.